Use Amazon Connect AI agent self-service
Amazon Connect enables AI agents with self-service use cases to directly engage with end customers over voice and chat channels. These AI agents can solve customer issues autonomously by answering questions and taking actions on behalf of customers. When necessary, an AI agent seamlessly escalates to a human agent, adding a human in the loop to ensure optimal customer outcomes.
Amazon Connect AI agent offers two self-service approaches:
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Agentic self-service (recommended) – Uses orchestrator AI agents that can reason across multiple steps, invoke MCP tools, and maintain a continuous conversation until the issue is resolved or escalation is needed.
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Legacy self-service – Uses AI agents that can answer customer questions using a configured knowledge base and select custom tools that return control to the contact flow for additional routing. This approach is not receiving new feature updates. We recommend using agentic self-service for new implementations.
